Telesales Nesting Coach

3 hours, 3 minutes ago
Full-time
Junior
Customer and Technical Support

Banco Plata, S.A., Institución de Banca Múltiple.

A banking and financial services company focused on digital consumer banking, including credit cards, accounts, investments, savings, and business accounts. Its site describes it as a technology-driven financial institution designed to make banking simple, transparent, and accessible in Mexico.

Banking / financial services
1001-5000
Founded 2023
$2000M raised

Description

  • Supervise agent performance closely during the nesting period and provide ongoing support.
  • Hold daily coaching sessions and deliver personalized feedback to agents.
  • Ensure agents understand the processes, products, and tools used by the area.
  • Analyze agent performance metrics during nesting to track progress and outcomes.
  • Identify improvement opportunities and design strategies to strengthen performance.
  • Conduct periodic evaluations to measure skill and knowledge development.
  • Detect early signs of dissatisfaction or demotivation among agents.
  • Implement action plans to address concerns and promote a positive work environment.
  • Collaborate with Human Resources to evaluate and improve onboarding strategies.
  • Provide feedback to area leaders on adjustments to training programs.
  • Develop and update support materials and work guides for nesting agents.
  • Participate in team meetings to share progress and challenges.

Requirements

  • Minimum 2 years of experience as a supervisor, coach, or agent in call centers, preferably in sales or customer service.
  • Experience using monitoring tools and CRM software.
  • Ability to analyze metrics and generate reports.
  • Strong communication and leadership skills.
  • Ability to motivate and work with diverse teams.
  • Experience in conflict resolution and handling critical situations.

Benefits

  • Monthly salary.
  • Productivity bonus.
  • Major medical insurance.
  • Life insurance.
  • Statutory benefits.
  • Work schedule from 9:00 a.m. to 7:00 p.m., Monday to Friday, with Saturday on-call duty only 1 or 2 times per month (half day).

Interested in this position?

Apply directly on the company website

Apply Now

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